The world stands on the brink of a transformative shift in how we engage and rely on technology. Once the stuff of science fiction, artificial intelligence (AI) is now reshaping our reality at a rapid pace. Yet, as technology evolves, core values in customer service — empathy, understanding, trust and connection — will only grow in importance. The challenge lies in striking the right balance between embracing cutting-edge advancements and preserving these timeless principles to meet and exceed customer expectations.
In the recently launched PwC ‘The 2025 trends set to shake up the Australian service industry’ Report, we see these trends shaping the future Australian service industry.
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Laurence Dell
Partner, Customer Transformation and Telecommunications Sector Lead, PwC Australia
Tel: +61 413 919 944
Brian Man
Partner, Customer Transformation and Retail and Consumer Industry Lead, PwC Australia
Tel: +61 400 441 188
Barry Trubridge
Partner, Customer Transformation and Financial Services Industry Lead, PwC Australia
Tel: +61 409 564 548